Frequently Asked Questions

Frequently Asked Questions (FAQ)

Shipping & Delivery

Who delivers my order?
All UK deliveries are handled by DPD, offering fast, reliable service with full tracking.

When are orders processed?
Orders are processed Monday to Friday, excluding UK public holidays.

What is the order cut-off time for next working day delivery?
Place your order before 3:00pm (Monday–Friday) to qualify for Next Working Day delivery.
Orders placed after 3:00pm are processed the next working day.

When will my order be dispatched?

  • Next Day Delivery orders placed before 3pm → Dispatched the same day

  • All other orders → Dispatched within 1 working day
    There are no dispatches on weekends or public holidays.

How much does delivery cost?

  • DPD Tracked Next Working Day (Any weight): £5.00

  • Free UK Delivery on orders over £100 (Next Working Day service included)

How long does delivery take?
Delivery estimates are shown at checkout and are based on working days.
While DPD is highly reliable, delays may occur due to weather, traffic, or unforeseen events.

How do I track my order?
Once dispatched, you’ll receive an email with your DPD tracking number.
You can track your delivery in real time via the DPD website or app.

Delivery Address Issues

Can I change my delivery address after ordering?
No. Delivery addresses cannot be changed once an order has shipped.
Please double-check your address before completing checkout.

What happens if I entered an incorrect address?

  • Orders delivered to an incorrect address due to customer error are non-refundable

  • Failed deliveries will require a re-delivery charge
    Customers are fully responsible for providing accurate delivery details.

Returns & Refunds

What is your return policy?
We offer a 14-day return policy from the date you receive your order.

What items are eligible for return?
Returned items must be:

  • Unopened, unused, and in original condition

  • With all seals, tags, and packaging intact

  • Accompanied by proof of purchase

⚠️ Supplements and perishable items are non-returnable unless faulty or incorrect.

How do I start a return?
Email us at hello@mygymsupplements.shop with your order details.

Who pays for return shipping?

  • If the return is due to our error → We provide a prepaid return label

  • Change-of-mind returns → Customer covers return postage

How long do refunds take?
Refunds are issued to your original payment method.
Banks may take up to 10 working days to process the refund.

Exchanges

Do you offer exchanges?

  • No exchanges for supplements or perishable items

  • Clothing and accessories may be exchanged if unworn and resaleable

Customer Errors & Unclaimed Orders

What if my parcel is returned due to customer error?
If an order is returned due to:

  • Incorrect address

  • Refused delivery

  • Failure to collect from depot

Then:

  • Original shipping costs are non-refundable

  • Re-sending the order requires a new postage payment

What happens if an order is unclaimed or customs fees are unpaid?
(International orders only)

  • Parcels may be returned via economy mail (up to 8 weeks)

  • No refunds for unclaimed or customs-fee-unpaid orders

  • Reshipment requires full payment of postage, customs, and handling fees

Missing Parcels

My tracking shows delivered, but I haven’t received my order — what should I do?

Step 1: Contact DPD using your tracking number
Step 2: If unresolved, email hello@mygymsupplements.shop with:

  • Your tracking number

  • Courier’s response

⚠️ If marked as delivered, you must complete a Declaration of Non-Receipt within 5 working days of the delivery scan.

Cancellations

Can I cancel my order?
Yes, orders can be cancelled before dispatch by contacting us.
If already shipped, please follow the returns process.

Billing & Payments

What currency do you use?
All prices are shown in British Pounds (GBP £).

Which payment methods do you accept?
We accept:

  • Visa

  • Mastercard

  • American Express (Amex)

  • Discover

  • UnionPay

  • Visa Electron

  • PayPal

All payments are processed via secure, encrypted gateways.

When is payment taken?
Full payment is required at checkout. Orders are not shipped until payment is successfully received.

Are taxes included?
Applicable taxes are calculated and clearly shown during checkout.

What if my payment fails or is declined?
Your order will not be completed. Any bank fees are the customer’s responsibility.

Who do I contact for billing questions or disputes?
Please email hello@mygymsupplements.shop.
We encourage contacting us before initiating a chargeback so we can resolve the issue quickly.